Customer Liaison Specialist

4 weeks ago


Sheffield, Sheffield, United Kingdom Sopra Banking Software Full time

Job Title: Customer Liaison Specialist

Job Summary:

We are seeking a highly skilled Customer Liaison Specialist to join our team at Sopra Banking Software. As a key member of our customer-facing team, you will be responsible for delivering exceptional customer service and ensuring that our internal and external customers receive the highest level of support.

Main Responsibilities:

  • Receive, record, and validate customer incidents, problems, and changes in our helpdesk systems.
  • Listen to customer concerns and understand the impact and severity of the issues they face, acting professionally and appropriately to achieve resolution.
  • Progress incidents to a successful and timely resolution, liaising with SBS personnel and customers as necessary.
  • Provide regular feedback to customers on the progress of incidents, problems, or changes requested, monitoring incidents against service level agreements and escalating any potential breaches to internal personnel.
  • Provide regular internal management information and customer reports as requested.
  • Act as the primary point of contact for general customer communication.
  • Follow established processes and procedures to ensure consistency and quality.

Requirements:

  • Excellent customer service skills with the ability to establish rapport with internal and external customers.
  • Ability to challenge processes and suggest improvements.
  • Willingness to develop skills within a team environment.
  • Excellent Microsoft Office skills, including Outlook, Word, and Excel.
  • Flexibility of approach to deal with changing priorities and deadlines.
  • High level of accuracy, reliability, and consistency.
  • Experience with helpdesk systems.
  • Willingness to work a flexible work pattern.

Desirable Skills and Experience:

  • Analytical and problem-solving ability.
  • Acting as designated coordinator for specific customers and attending regular service review meetings as required.
  • Knowledge of Oracle or MS/SQL databases.

Additional Information:

SBS is a certified Great Place to Work and offers a hybrid working model. We provide a market-competitive salary and excellent rewards and benefits schemes, including 25 days' holiday, a 6% employer pension contribution, and private medical insurance.



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